Displeased with service texh- did not honor either service coupon that we discussed when he presented final service charge.
Last week I called to have the airbag replaced on my beetle per the recall. I was told none were in stock at the dealership or at the National warehouse. Yesterday my son in law called to have the same work done because he wanted to drive the car. He was told “sure, bring it in.” He had to Uber back home and Uber there again in the late afternoon at $40. You did not have the part. The service dept said , “oh it was used on someone else’s car.” I know it was a lie. I expect to be reimbursed for the Uber rides. I’m very dissatisfied.
Customer service is paramount to your business. I suggest you train your employees with more customer service objectives
For whatever reason Raul couldn't find my reservation in the system, but I had the ack&reminder texts, so he took my car in, which was nice. You should make sure reservations don't just get lost.
Raul was extremely professional, knowledgeable, kind, and made the service experience at Norm Reeves exceptional! My beetle was was repaired very timely and I appreciate all that was done. Thank you
Poor service!! My car was NOT washed after my service!!!!! When the vehicle was ready, I went to go get my car, but it was not washed. But another car that became ready after my car was washed. My advisor didn’t fully take care of my car. I come to this dealership every year for my oil change and this is the worst experience. My advisor just disappeared right after handing over my key so when I saw that my car wasn’t washed, I asked Raul if the dealership doesn’t do car wash anymore. He “lied” saying they don’t do car wash anymore. When I asked why, he was silent. When I asked him if things have changed during COVID, he hesitated for a moment and said ‘yeah…it’s because of that.’ He then went back to chatting with his coworker (very unprofessional). I just left, but the website clearly says car wash is being offered with service and I come every year for oil change so I know that my car should be washed. I also called the customer service later and confirmed that car wash is provided with every service. Raul clearly lied and Michael didn’t fully take care of my vehicle. Why would you lie to a customer just because you are not diligent enough to provide all services a customer is entitled to??? I waited for about 2 hours and paid for my services. Then you should be doing your work! You can’t wash one customer’s car and just overlook another customer’s. I was a loyal customer, but this experience has changed the whole thing. Don’t lie!!! It’s not ethical!!!!! If the dealership really doesn’t do car wash anymore, you’re falsely advertising. It’s very unethical either way. I’m very unhappy about the services I got today!
I bought my VW at Capo Beach VW, but found the service to be awful! U guys r the best! U have my business!! Thank u!
The service department was unable to resolve my issue. Worst of all, I felt that my concerns were dismissed. I went out of my way to return to the dealership I purchased my car from because I thought they would have gone above and beyond to resolve things. I was simply told there is 'nothing wrong with the car' and given the 1-800 number for VW customer care.
Raul Escamilla, was very professional. He addressed the problem with my vehicle promptly!Raul,also made sure l had a ride home! Then he called me back with the situation with me my vehicle. Then took care of my vehicle promptly! Excellent service, l will refer him to my friends and associates.Thank you,for excellent customer service. Take care, be healthy, happy and safe,Dixie
Very prompt and professional service
took 7.5 hours for my vehicle to get checked. dropped it off at 8:20am, wasn’t able to pick it up until 3:45pm. only had 3 issues, just to hear “nothing was found.”
took 7 hours. so unnecessary IF i came in BEFORE 8:30AM.
Micheal was very friendly and professional, from the second we stepped inside. He answered all of our questions in depth and explained all of the services being done today. Throughout the day he texted us updates and called when my car was ready.
Happy with the customer service from Michael Ruehl. He did see to it that we are taken cared of with the service request and he has done a great job finding the exact tire we have on our car. He has provided updates from time to time with our service request and we are grateful for his excellent service.
I waited an hour for brake inspection because pads and rotors were not in stock. Once the inspection was complete and I was scheduling for future appointment, another representative told me that all parts are in stock and I could have get this thing fixed today itself.
OMGOSH please let the detailing team know that they did a PHENOMENAL job with my car.
Michael was a pleasure to work with ; polite, professional and cool tattoos.
I needed my tires balanced after the rotation performed at a previous service. You refused to take care of it (should have been done in the first place). Wanted to charge me nearly $100. No, I was totally dissatisfied.
Michael & the other members of the service department at Norm Reeves Volkswagen did a terrific job with my car. I have absolutely no complaints the customer service was excellent and the service was top notch! I will only be taking my car to them from now on!
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